System and method for processing calls in a call center

ABSTRACT

A system and method for processing calls in a call center are described. A call session from a caller via a session manager and including incoming text messages of a verbal speech stream is assigned. The incoming text messages are progressively visually presented throughout the call session to a live agent on an agent console operatively coupled to the session manager. The incoming text messages are progressively processed through a customer support scenario interactively monitored and controlled by the live agent via the agent console. The incoming text messages are processed through automated script execution in concert with the live agent. Outgoing text messages are converted into a synthesized speech stream. The synthesized speech stream is sent via the agent console to the caller.

CROSS-REFERENCE TO RELATED APPLICATIONS

This patent application is a continuation of U.S. Pat. No. 7,391,860,issued on Jun. 24, 2008, which is a continuation of U.S. Pat. No.7,292,689, issued Nov. 6, 2007, which claims priority to U.S.provisional patent application Ser. No. 60/364,555, filed Mar. 15, 2002,and claims priority to U.S. provisional patent application Ser. No.60/403,354, filed Aug. 13, 2002, the priority of filing dates of whichare claimed, and the disclosures of which are incorporated by reference.

COPYRIGHT NOTICE

A portion of the disclosure of this patent document contains materialwhich is subject to copyright protection. The copyright owner has noobjection to the facsimile reproduction by anyone of the patent documentor the patent disclosure as it appears in the Patent and TrademarkOffice patent file or records, but otherwise reserves all copyrightrights whatsoever.

FIELD

The present invention relates in general to call center operation and,in particular, to a system and method for processing calls in a callcenter.

BACKGROUND

Customer call centers, or simply, “call centers,” are usually the firstdirect point of contact for customers seeking direct assistance frommanufacturers and service vendors. Call centers are reachable bytelephone and provide a single source for customer support and problemresolution. Although World Wide Web-based customer support is becomingincreasingly available via the Internet, call centers still offer aconvenient and universally-available forum for remote customerassistance.

As customer satisfaction and good will depend significantly on serviceafter the sale, vendors spend substantial time, money and effort inensuring effective call center operation. Customer assistanceprofessionals are trained in providing both effective and courteouscommunication and informed and accurate product and service information.Nevertheless, the volume of call traffic can often exceed thecapabilities of human customer assistance agents, and a range ofautomated call center systems are presently used to help bridge the gapbetween the need to provide responsive assistance and the limits ofhuman call center staff.

Typically, in existing automated call center systems, customers are puton hold until an agent is available to take their call. While on hold,an automated system typically collects information from the customer,such as account number, to determine a priority of service. Such asystem may also provide automated menus that attempt to classify thecall into basic transaction types, for instance, based on languagespoken.

When an agent is available to take the call, the agent will greet thecustomer, may ask for identification information, and will attempt todetermine the nature of the call, often by asking for the sameinformation that the customer previously provided to the automatedsystem. The agent then takes some action, such as performingtroubleshooting and providing the caller with instructions for resolvingthe problem. Further, to assist in improving customer support, the agentwill usually log the customer information provided by the caller.

Each customer call is typically an interactive process. During theinteraction, the agent may put the customer on hold while the agentgathers information, takes notes, or sometimes handles other customers.Finally, after call completion, the agent will summarize the call as acall log entry. The interactive process is repeated for each new callerthroughout the course of the day. This interactive process is timeinefficient. Agents are forced to wait for customers to complete theirinstructions while customers similarly remain on hold while agents areassisting other callers, researching a problem resolution, or creatingcall logs.

A customer interaction system is described in U.S. Pat. No. 6,778,660,issued on Aug. 17, 2004, to Fromm, the disclosure of which isincorporated by reference. The system enables agents to simultaneouslyprocess voice contacts from telephonic callers by storing incoming voicesignals for time-shiftable and fast playback. Calls are routed toassigned agents when possible. If an agent is busy, the user is asked tostate his question for storage in one or more queues. An agentsubsequently processes and responds to the question in person, in amanner similar to that utilized in Web chat interactions. Agents respondto voice recordings in the order in which received with additionallyprovided fast playback that enables an agent to catch up with recordedmessages. However, both user and agent messages remain as spoken speechrecorded in an audible, non-textual format and accordingly require thefull attention of the assigned agent.

Accordingly, there is a need for an approach to providing automated callcenter operation that allows highly responsive caller support with aminimum of agent idle time and caller hold time.

There is a further need for an approach to providing efficient callermessage processing using transcribed and synthesized speech utterancesas an internal medium of communication within the automated call center.

SUMMARY

In the described embodiment, an agent and customer communicate throughvoice messages using a digitized voice-driven system. From the customerperspective, the experience appears to be an interaction with anintelligent machine. The interaction is similar to calling a legacyautomated call center system staffed with human agents, but thecustomers are aware that the agent is automated, not human.

Preferably, the system voice is clear and human-like, but isrecognizable as a machine voice. Slight delays in responses can occurcompared to speaking with a human agent, although the customer does nothave to repeat information already provided and is generally not put onhold. Upon request, the system can repeat the information provided tothe customer, and consistently appears to be patient and polite.

Operationally, the system differs from legacy systems. Instead ofproviding full-time voice-to-voice communications, the system givesagents the ability to control a continuum of increasingly automatedresponses in the form of a “sliding” control. For most interactions,every customer speech utterance is recorded and stored, is digitallytranscribed into a text message and is presented to an off-line agentthrough a visual interface on a workstation. The agent can read oroptionally listen to each utterance upon arrival, as well as to previousutterances. As well, the agent can annotate or manually re-transcribeeach of the customer utterances as needed.

Once a session has been established, each human agent can communicateindirectly with customers by typing written responses at theirworkstation. Each written response is converted into speech followingcompletion and is played to the customer.

The agent can also choose pre-formed responses, thereby saving time andcommunicating in a consistent, uniform manner. The pre-formed responsescan include an associated form containing parameterized variable fieldsthat are completed by the agent or by the system to fill in, forexample, dates or names. The completed pre-formed response is convertedinto speech. Alternatively, pre-formed responses can be pre-recorded assound bites and staged in an audio cache for immediate playback.

In addition to indirect communication via their workstation, each humanagent can also accept live calls from customers in a real time,voice-to-voice mode. Live call processing may be required to handlecrises or other service needs that are not amenable to automation, or toprovide those services to customers, which are not generally acceptablewhen provided via automation.

Furthermore, when an agent identifies a call that matches a recognizedproblem or frequently asked question, the agent can choose a predefined“script” to prompt and collect or simply provide the customer withinformation in a step-by-step manner. For example, a script could beused to collect a customer's personal information for a creditapplication, or to provide instructions on using a feature of a consumerproduct in a customer support application. Thus, the ability of an agentto interact with customers through manually or automated text responsesconverted into speech or through pre-recorded or live voice responsesprovides a flexible and sliding level of agent control adaptable to awide range of customer service situations.

The system also provides an automatic journaling function. By the timeeach call ends, the system will have collected a complete and fullytranscribed log of the conversation. The human agent need not manuallytranscribe a log entry, as the information contained in thesystem-generated log is already in a format that can be stored in adatabase and can be easily mined for data. Manual annotations can beadded to the log entry, as needed.

Empirically, from an agent perspective, an average customer service calllasts seven minutes when using a legacy call center, of which twominutes are spent on an introduction and setup and an additional twominutes on wrap-up and documentation. The described embodimenteliminates most of the time spent on setup and wrap-up and reduces thetime an agent spends on a call by about 30%. From a customer point ofview, although the overall length of the call may be the same, holdtimes are eliminated while slight yet unobjectionably longer delaysbetween agent's responses may occur.

With the extensive logging and visual presentation to the agent, theagent can keep track of more than one session with a customer. An agentmay handle multiple calls simultaneously, while each customer willhardly notice any degradation in call quality. In the describedembodiment, an agent can handle four calls simultaneously. However, anarbitrarily large number of simultaneous calls could be maintained bythe system for each agent and would only be subject to physicalcomputational constraints, such as available processing power andmemory. Each agent is able to handle multiple calls by not having tolisten to each customer as they speak. Instead, agents can listen to orread transcribed customer utterances, thereby each allowing theirattention to be split among multiple calls. The ability to usepre-recorded forms to gather or provide standard information furtherincreases an agent's ability to handle multiple calls. For example,while a customer is interacting with a script collecting personalinformation, such as first and last name, social security number,address and phone number, and so forth, the agent can handle othercallers.

An embodiment provides a method for providing a message-basedcommunications infrastructure for automated call center operation. Acall from a telephony interface is accepted. The accepted call includesan incoming stream of verbal speech. The incoming stream of verbalspeech is converted into incoming text from a caller into a call center.The call is automatically assigned at a session manager to a session andto a live agent. The incoming text is progressively processed through anagent application during the session through a customer support scenariointeractively monitored and controlled by the live agent. The live agentsends outgoing text messages that are converted into an outgoing streamof synthesized speech to the caller.

Another embodiment further provides a method for efficiently operatingan automated call center through text-based messaging. A caller isinterfaced by a telephony interface through a telephonic medium. Speechthat is converted into incoming text is exchanged during a call into anautomated call center. Each call is managed as a session by a sessionmanager and each session is automatically assigned to a live agent.Incoming verbal speech is converted into incoming text and provided tothe live agent. Incoming text is progressively processed by an agentapplication executed by at least one action specified by the live agent.Outgoing text messages are processed by a text-to-speech engine into anoutgoing stream of synthesized speech provided to the caller.

Another embodiment further provides a method for providing assistedautomated call center operation. A call is accepted by a messagingserver. The incoming stream of verbal speech is converted into incomingtext. The call is managed by a session manager and automaticallyassigned to a live agent. A script is executed by a script engineprovided as an automated dialogue with the caller based on the incomingstream of verbal speech that is converted into incoming text receivedfrom the caller during the call. Execution of the script is coopted byan agent application to trigger involvement of the live agent. Commandsare progressively executed on an agent console that is responsive to thelive agent. The execution of the script is resumed and outgoing textmessages that are converted into synthesized speech are sent to thecaller.

Another embodiment further provides a method for providing assistedautomated call center operation. A call is accepted by a messagingserver including an incoming stream of verbal speech from a caller intoa call center. The call is automatically assigned to a live agent. Thecall is progressively processed by an agent application by executingcommands responsive to the live agent based on incoming text convertedfrom the stream of verbal speech received from the caller during thecall. A script is executed by a script engine triggered by the liveagent as an automated dialogue with the caller. Execution of thecommands is resumed by the script engine upon termination of the script.

Another embodiment further provides a system, method, and apparatus forprocessing calls in a call center are described. A call session from acaller via a session manager and including incoming text messages of averbal speech stream is assigned. The incoming text messages areprogressively visually presented throughout the call session to a liveagent on an agent console operatively coupled to the session manager.The incoming text messages are progressively processed through acustomer support scenario interactively monitored and controlled by thelive agent via the agent console. The incoming text messages areprocessed through automated script execution in concert with the liveagent. Outgoing text messages are converted into a synthesized speechstream. The synthesized speech stream is sent via the agent console tothe caller.

Still other embodiments of the present invention will become readilyapparent to those skilled in the art from the following detaileddescription, wherein is described embodiments of the invention by way ofillustrating the best mode contemplated for carrying out the invention.As will be realized, the invention is capable of other and differentembodiments and its several details are capable of modifications invarious obvious respects, all without departing from the spirit and thescope of the present invention. Accordingly, the drawings and detaileddescription are to be regarded as illustrative in nature and not asrestrictive.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a functional block diagram showing an automated call centeroperational environment.

FIG. 2 is a process flow diagram showing, by way of example, a typicaluser call sequence, as transacted in the automated call centeroperational environment of FIG. 1.

FIG. 3A is a block diagram showing a system for providing amessage-based communications infrastructure for automated call centeroperation, in accordance with the present invention.

FIG. 3B is a block diagram showing a system for providing amessage-based communications infrastructure for automated call centeroperation, in accordance with a further embodiment the presentinvention.

FIG. 4 is a process flow diagram showing variable automation levelsprovided using the system of FIG. 3A.

FIG. 5 is a block diagram showing a schema for storing records in thelogging database of the system of FIG. 3A.

FIG. 6 is a process flow diagram showing, by way of example, the controlflow followed in processing a script using the system of FIG. 3A.

FIG. 7 is a screen shot showing, by way of example, a set of call centerservice windows generated by the system of FIG. 1.

FIG. 8 is a flow diagram showing a method for providing a message-basedcommunications infrastructure for automated call center operation, inaccordance with the present invention.

FIG. 9 is a flow diagram showing a routine for assigning a session foruse in the method of FIG. 8.

FIG. 10 is a flow diagram showing a routine for processing a session foruse in the method of FIG. 8.

FIG. 11 is a flow diagram showing a routine for processing a session byan agent for use in the routine of FIG. 10.

FIG. 12 is a flow diagram showing a routine for processing a session bya script engine for use in the routine of FIG. 11.

FIG. 13 is a flow diagram showing a routine for executing a script foruse in the routine of FIG. 12.

APPENDIX A provides a sample grammar for use in the describedembodiment.

DETAILED DESCRIPTION

System for Providing a Message-Based Communications Infrastructure

FIG. 1 is a functional block diagram showing an automated call centeroperational environment 10. By way of example, a multiplicity of userscall into an automated call center 11, preferably through telephonicmeans. The telephonic means include Plain Old Telephone Service (POTS)12, cellular and satellite telephones 13, Internet telephony (IPTel) 14,Voice over IP (VoIP) 15, and other forms of telephony and voice-basedcommunications, as would be recognized by one skilled in the art. Userscould also call or interface to the automated call center 11 throughdata transmission means, such as an internetwork 17, including theInternet.

Independent of call origination, each user call is routed through atelephone company (Telco) public interchange 16 or equivalent callcenter to the automated call center 11. Although shown with reference toa Telco public interchange 16, any other form of telephonic orequivalent call networking system transmitting voice or data signalsover various signal carrier mediums, including conventional land lines;radio, satellite or other forms of signal carriers; light wave or soundwave exchange systems; or equivalents thereof, could also be utilized,as would be recognized by one skilled in the art.

The automated call center 11 provides a single source for support andproblem resolution for customers seeking direct assistance frommanufacturers and service vendors, although automated call centers 11can also be used in other areas of commerce, as would be recognized byone skilled in the art. The terms “user” and “customer” are usedinterchangeably herein and both refer to a caller to the automated callcenter 11. Although the automated call center 11 is shown as a singlepoint within the automated call center operation environment 10, theautomated call center 11 could consist of one or more logicallyinterconnected but physically separate, including geographicallyremoved, operations, which provide a logically unified automated callcenter, as would be recognized by one skilled in the art.

FIG. 2 is a process flow diagram showing, by way of example, a typicaluser call sequence 20, as transacted in the automated call centeroperational environment 10 of FIG. 1. Upon calling into the automatedcall center 11, each user receives an initial greeting and aninformational message providing a synopsis of caller options. The calleroptions enable the user to navigate through to a specific topic area forassistance or support. Following application, the user engages in acustomer support scenario 22 with an agent, which is either a liveperson or an automated prompt, such as with an automated voice responsesystem, to enable information collection and problem trouble-shooting.Note that the scenario 22 can be delayed by agent unavailability, callervolume capacity limits, and other factors that can delay customerresponse. As required, service provisioning 23 is provided to the user,either directly in the course of the call or indirectly through aservice request dispatch. Finally, the call ends in a wrap-up 24, whichprovides closure to the call and a departing salutation. Other forms andvariations of customer call sequences are feasible, as would berecognized by one skilled in the art. Importantly, however, from theperspective of the caller, the experience appears to be an interactionwith an intelligent machine and the caller is aware that the agent isautomated, not human. Accordingly, a typical caller will have a morerelaxed expectation of agent responsiveness since a machine, and not anactual person, is on the line.

FIG. 3A is a block diagram showing a system 30 for providing amessage-based communications infrastructure for automated call center 11operation, also referred to as the Messaging Platform for Agent-CustomerTransactions (MPACT) system 30, in accordance with the presentinvention. During regular operation, the MPACT system 30 executesmultiple threads to process multiple simultaneous calls, which arehandled by one or more agents executing agent applications 43 on agentconsoles 39 (shown in FIG. 1). Alternatively, in a further embodiment,multiple MPACT systems 30 execute in parallel to provide enhancedperformance through loosely- or tightly-coupled parallel processing.

The MPACT system 30 consists of the following components: database 34,telephony interface (TI) 35, one or more speech recognition engines(SREs) 36, one or more text-to-speech (TTS) engines 37, audio cache 38,one or more agent consoles 39, and optionally, resource manager 40. Atleast one instance of each component is generally required for the MPACTsystem 11 to operate, except that use of the resource manager 40 isoptional, and is required only on larger systems that incorporate morethan one instance of the other components.

In the described embodiment, a messaging server 31, database 34,telephony interface 35, SREs 36, TTS engines 37 and audio cache 38execute on a single computer system while one or more agent consoles 39executing in parallel on separate computer systems. The differentcomponents communicate over an Internet Protocol (IP) network, whichtypically is implemented over high-speed local Ethernet. The MPACTsystem 30 components run on Intel/AMD-based servers under the Windows2000 Server Operating System and Redhat Linux. Each agent console 39runs on Intel/AMD-based workstations under the Windows 2000 ProfessionalOperating System. Each of the components will now be described infurther detail.

The individual computer systems, including MPACT system 30, are generalpurpose, programmed digital computing devices consisting of a centralprocessing unit (CPU), random access memory (RAM), non-volatilesecondary storage, such as a hard drive, network interfaces, andperipheral devices, including user interfacing means, such as a keyboardand display. Program code, including software programs, and data areloaded into the RAM for execution and processing by the CPU and resultsare generated for display, output, transmittal, or storage.

Each component is implemented as is a computer program, procedure ormodule written as source code in a conventional programming language,such as the C++ programming language, and is presented for execution bythe CPU as object or byte code, as is known in the art. Alternatively,the components could also be implemented in hardware, either asintegrated circuitry or burned into read-only memory components. Thevarious implementations of the source code and object and byte codes canbe held on a computer-readable storage medium or embodied on atransmission medium in a carrier wave. The MPACT system 30 operates inaccordance with a sequence of process steps, as further described belowwith reference to FIG. 8.

Messaging Server

The messaging server 31 consists of a script engine 32 and sessionmanager 47. The script engine 32 executes scripts 49 incorporating agrammar 33 that defines a set of executable instructions for specifiedand interactive question-and-response dialog, and a session manager 47that includes a message queue 48 for staging transient user and agentmessages. Script pointers (“Ptrs”) 28 that identify the actual scripts49 to be executed by the script engine 32 are maintained locally by eachagent application 43. Alternatively, scripts 29 could be stored in thedatabase 34 and the script pointers 28 would provide database pointersto the scripts 29. The messaging server 31 receives call controlinformation from the telephony interface 35 and tracks logged-off,logged-on and signed-on agents. The messaging server 31 uses thisinformation to establish sessions between agents and customers, asfurther described below with reference to FIG. 4.

The database 34 contains three primary specialized databases: logdatabase (LDB) 44, agent profile database (APDB) 45, and agentapplication database (AADB) 46. The log database 44 provides a runningjournal as a structured log of each accepted call and stores each usermessage and agent message in a uniquely-identified record. Thus, agentsare freed from the task of having to manually transcribe a telephoneconversation following wrap-up. The agent profile database 45 allows themessaging server 31 to authenticate, log-on and sign-on agents intoregistered sessions. The agent application database 46 contains agentapplications 43 that are executed on agent consoles 39. Optionally, thedatabase 34 can also contain scripts 29. Other forms of specializeddatabases are possible, as would be recognized by one skilled in theart. Alternatively, the information stored in the log database 44, agentprofile database 45, and agent application database 46 could bemaintained in structured or unstructured form using a standard file,spreadsheet, or other data assemblage for information storage andretrieval, as is known in the art.

Definitionally, a signed-on agent is registered on the messaging server31 and is actively processing calls. A logged-on agent is registered onthe messaging server 31 but is not accepting calls. A logged-off agentis not registered on the messaging server 31.

For each session, the messaging server 31 receives customer callsthrough the telephony interface 35 and sends a stream of transcribedspeech utterances as user messages to an agent assigned to handle thesession. Note that one or more agents can be assigned to handle anygiven session and a hierarchy of areas of responsibility, such as speechtranscription, customer interaction, controlling scripts, and so forth,can be delegated among several agents to ensure efficient callprocessing. Similarly, the messaging server 31 receives a stream ofsynthesized speech utterances as agent messages from an assigned agentapplication 43 and sends the agent messages to the customer through thetelephony interface 35. The messages typically only contain digitizedvoice; however, Simultaneous Voice and Data (SVD), for example, CallerID, can also be provided. The multiplexing and demultiplexing of SVDmessages is handled at the telephony interface 35 and an agent console39.

The script engine 32 executes individual scripts 49, which incorporate apre-defined grammar 33. The grammar 33 specifies a set of instructionsthat can be used to create question-and-answer dialogs that areexecutable by an agent via the agent application 43 and thereby enablesan agent to process simultaneously multiple calls. The scripts 49 aresubmitted by agents via an agent console 39 using the script pointers 28during processing of customer calls, as further described below withreference to FIG. 6. Each script 49 defines a sequence of synthesizedspeech utterances sent to customers and transcribed speech responsesreceived back as user messages. The speech utterances could bepre-recorded and staged in the audio cache 38. The user messages areused to populate a form (not shown) that is reviewed by the agent duringservice provisioning.

FIG. 3B is a block diagram showing a system 160 for providing amessage-based communications infrastructure for automated call centeroperation, in accordance with a further embodiment the presentinvention. A scripting server 161 executes as a separate system from themessaging server 31, which preferably includes only the session manager47 and message queue 48. Providing the functionality of the scriptengine 162 on a scripting server 161 enhances overall system throughputand performance by delegating script processing on a system separatefrom the messaging server 31.

The scripting server 161 consists of a dedicated script engine 162,which executes scripts 163 stored locally to the scripting engine 161.The scripts 163 also incorporate the grammar 33. Script pointers(“Ptrs”) 164 that identify the actual scripts 163 to be executed by thescript engine 162 are maintained locally by each agent application 43.Alternatively, scripts 29 (shown in FIG. 3A) could be stored in thedatabase 34 and the script pointers 164 would provide database pointersto the scripts 29.

Telephony Interface

Referring back to FIG. 3A, customer calls are received through thetelephony interface 35, which provides the external connection betweenthe MPACT system 30 and the telephone company 16 (shown in FIG. 1). Theprimary purpose of the telephony interface 35 is to accept and processconventional telephone signals, including multiplexing, call routing,and queueing, as is known in the art. In the described embodiment, thetelephony interface 35 consists of a third party hardware interface andsoftware drivers, plus MPACT proprietary software that connects thethird party package to the messaging server 31 and, in large systems,also to the resource manager 40. The MPACT system 30 supports standardtelephony interface cards, such as analog and T1 Dialogic PCI cards.Optionally, the telephony interface 35 includes an audio cache 41 inwhich pre-recorded “canned” sound bites are stored for efficientplayback. These sound bites provide informational and navigationalmessages to all callers. Optionally, two or more telephony interfaces 35can be used to provide increased user call capacity. Other forms oftelephony interface 35 could be used to accommodate various signalcarrier mediums, including conventional land lines; radio, satellite orother forms of signal carriers; light wave or sound wave exchangesystems; or equivalents thereof, as would be recognized by ones skilledin the art.

Speech Recognition Engine

User calls consist of ordinary spoken words, which must be transcribedinto written text, for display, processing and storage. The purpose ofthe speech recognition engine 36 is to generate a stream of transcribedspeech utterances that are recorded as computer-processable usermessages. In the described embodiment, the speech recognition engine 36consists of third party software and MPACT proprietary software thatconnects the third party package to the agent application 43 and, inlarge systems, also to the resource manager 40. The MPACT system 30supports Speechworks and Nuance speech recognition engines. Optionally,two or more speech recognition engines 36 can be used to provideincreased user call capacity.

In a further embodiment, a speech recognition engine executes on aclient system 18 interfaced to the MPACT system 30 over the internetwork17, or other data transmission means. The MPACT system 30 receivesclient messages already transcribed into text by the client system 18for processing in the same manner as live calls received directlythrough the telephony interface 35.

Text-to-Speech Engine

Each caller into the MPACT system 30 receives feedback in the form ofagent messages, which each consist of a stream of synthesized speechutterances. The synthesized speech utterances include greetings,questions, informational responses, and other spoken phrases that theuser hears during the course of the session. The purpose of thetext-to-speech engine 37 is to generate the stream of synthesized speechutterances formed as agent messages, which can be played back asreproducible audio. The text-to-speech engine 37 consists of third partysoftware and MPACT proprietary software that connects the third partypackage to the agent application 43 and, in large systems, also to theresource manager 40. MPACT system 30 supports Speechworks' Speechifytext-to-speech. Optionally, the text-to-speech engine 37 can include anaudio cache 42 that stores pre-recorded “canned” sound bites, whichprovide efficient delivery of standardized synthesized speech utterancesfor use in scripts and repetitive agent actions. As well, two or moretext-to-speech engines 37 can be used to provide increased user callcapacity.

In a further embodiment, a text-to-speech engine executes on the clientsystem 18 interfaced to the MPACT system 30 over the internetwork 17, orother data transmission means. The MPACT system 30 sends agent messagesto the client system 18 for synthesis into speech. The synthesizedspeech is heard by the caller on the client system 18 in the same manneras a live call through telephonic means transacted directly through thetelephony interface 35.

Agent Console

Each agent console 39 provides the primary means for direct customerinteraction. The primary purpose of each agent console 39 is to executeone or more agent applications 43, stored in the agent applicationdatabase 46, which display both user and agent messages and providemenus of actions that can be executed responsive to agent commands,including script execution, as further described below with reference toFIG. 6. In the described embodiment, one or more agent applications 43execute on each agent console 39 and one or more agent consoles 39execute in parallel. Alternatively, multiple instances of agentapplications 43 can run on a server machine (not shown) and can beaccessed by agents at agent consoles 39 operating as remote terminals.

Each agent application 43 implements a graphical user interface (GUI)for the human agent. FIG. 7 is a screen shot showing, by way of example,a set of call center service windows 91, 92, 93 generated by the system10 of FIG. 1. Each call service center window 91, 92, 93 appears in agraphical user interface 90 and enables an agent to indirectly interactwith a customer calling through the telephony interface 35. Followingsign-on, via the agent application 43, an agent can accept new sessionrequests from the messaging server 31 and create a visual sessioncontainer for each session.

In the described embodiment, up to four sessions can be presented to anagent simultaneously. Preferably, the agent can view the contents of allsessions on a single screen. One session is designated as the activesession and accepts agent commands, such as an instruction to listen toa transcribed user message, play a synthesized agent message to thecustomer, or activate a script through a menu 94, as further describedbelow with reference to FIG. 6. The agent can switch active sessionswith a single keystroke or pointer click.

Referring back to FIG. 3A, each agent application 43 receives a streamof transcribed speech utterances from the telephony interface 35 via themessaging server 31. In an alternate embodiment (not shown), the streamof transcribed speech utterances bypasses the messaging server 31 and isreceived directly from the telephony interface 35. The messaging server31 communicates with the speech recognition engine 36 to transcribe theutterances before sending the transcribed utterances to the agentapplication 43. In turn, the agent application 43 sends agent messagesto the telephony interface 35 via the messaging server 31. The messagingserver 31 communicates with the text-to-speech engine 37 to convert anagent message into a stream of synthesized speech utterances prior toforwarding to the telephony interface 35.

FIG. 4 is a process flow diagram showing variable automation levels 50provided using the system 30 of FIG. 3A. A typical caller sequenceproceeds in three stages: input 51, processing 52, and output 53. Duringthe processing stage 52, the system 30 provides each agent with a“sliding” control 64 that can vary the level of automation used incustomer service provisioning. At one end of the sliding control 64, theagent must manually type each written response to a user inquiry and, atthe other end, the system 30 directly carries out customer interactionsin a fully-automated fashion.

The sliding control 64 accommodates the need to provide linear andnon-linear processing to flexibly and dynamically tailor calltransaction processing. Non-linear processing occurs when a callerdeparts from an expected course of action, such as by providing atangential response to a question in a script requesting specificinformation. The agent would read the user message and alter the courseof script processing to accommodate the tangential response, therebyenhancing the comfort level of the customer towards problem resolution.Linear processing occurs when the system 30 interacts directly with thecaller through pre-defined scripts and is able to successfully completea series of steps towards problem resolution along a pre-defined courseof action. During a course of a call, both linear and non-linearprocessing can be used strategically to increase user confidence leveland to sufficiently process a larger volume of caller traffic thanpossible with a fully manual and fully non-linear call processingapproach.

During the input stage 51, speech 54 is received into the automated callcenter 11 (shown in FIG. 1), either by a human operator 55 or a machine56, such as the MPACT system 30. The speech 54 is converted into astream of transcribed speech utterances or “normal” text annotations 57.The text annotations 57 are machine-processable as inputs to theprocessing stage 52. A message manager (not shown) associates incomingthe audible speech utterances with the text annotations 57 and theassociated incoming audible speech utterances are provided with the textannotations 57 to the agent for optional playback.

Processing generally involves the execution of some form of action, suchas a script execution, as further described below with reference to FIG.5. During the processing stage 52, either a human operator 58, that is,an agent, or a machine 59 interprets each annotation 57 and generates aresponse or query 60. The response or query 60 is received in the outputstage 53, either by a human operator 61, that is, an agent, or a machine62. Finally, the response or query 60 is formed into synthesized speechutterances 63 that are played back to the caller.

In the described embodiment, the three stages of call processing, input51, processing 52, and output 53, are performed by machines 56, 59, 62,although adjunctive processing can be performed by human operators 55,58, 61, as necessary to supplement the MPACT system 30. Thus, a slidingcontrol 64 of human operator and machine interaction can be provided toautomate call center operations. Using the sliding control 64, the agentcan change the behavior of the script engine 32 (shown in FIG. 3A) bybeginning execution of a script 29, adjusting the point of executionwithin a script 29, or by causing a portion of the script 29 to berepeated. The agent can thereby alter the ordinarily sequential controlflow of script processing by intervening as necessary, based on thecurrent context of the call, or can allow script processing to proceedin a linear fashion.

In addition to indirect communication via an agent console 39, eachagent can also accept live calls from customers directly through thetelephony interface 35 in a real time, voice-to-voice mode. Live callprocessing may be required to handle crises or other service needs thatare not amenable to automation, or to provide those services tocustomers, which are not generally acceptable when provided viaautomation.

In a further embodiment, the agent communicates with callers executingon client systems 18 through text message exchange transacted over theinternetwork 17, or other data transmission means. Unlike conventionalchat sessions, caller processing is transacted in the same manner inwhich telephonic calls received through the telephony interface 35 aretransacted. Consequently, the agent can apply the sliding control 64over automation level to ensure a continuum of non-linear to linear callprocessing independent of the actual call transmission means. Variousarrangements and combinations of call transmission means can thereforebe accommodated, as would be recognized by one skilled in the art.

Referring back to FIG. 3A, as a first step, an agent, via an agentconsole 39, authenticates to the messaging server 31 prior to loggingon. Following log-on, the agent indicates availability to handling callsby signing on to the messaging server 31. Thereafter, calls that havebeen accepted into the automated call center 11 (shown in FIG. 1) areassigned to a session, and the session is subsequently assigned to asigned-on agent.

After the initial communication between the agent and the customer, anagent application 43 ordinarily loads a script describing the sessionflow from the application database 45, either according to agentinstructions or based on information provided by the telephony interface35, such as Caller ID. The agent application 43 communicates further viathe messaging server 31 with the speech recognition engine 36 andtext-to-speech engine 37 to transcribe text-to-speech and convertspeech-to-text, as necessary. Communication between the agentapplication 49 and the speech recognition engine 36 and text-to-speechengine 37 continues until the call terminates.

FIG. 5 is a block diagram showing a schema 70 for storing records in thelog database 44 of the MPACT system 30 of FIG. 3A. Each session isidentified by a session identifier (ID) 71, which uniquely identifieseach session, such as a sequentially-increasing number. In addition,each record contains a message identifier (ID) 72, time stamped 73,sender or receiver flag 74, and content 75, typically constituting audiodata, text data or notes transcribed by the agent. Other types ofidentifiers, formation and content can be stored in a record, as wouldbe recognized by one skilled in the art.

Referring back to FIG. 3A, each agent application 43 also contains asupervisor mode that can be used to manually monitor system behavior andperformance, control agent application 43 and messaging server 31operation, monitor and guide human agents actions, and perform similaradministrative tasks. A separate administrator application (not shown)enables system setup and configuration.

Finally, each agent application 43 can execute scripts 49 to perform apre-defined sequence of instructions, generally consisting ofquestion-and-response dialogues through which a customer is queriedregarding a concern or to troubleshoot a problem. FIG. 6 is a processflow diagram showing, by way of example, the control flow 80 followed inprocessing a script 49 using the system 30 of FIG. 3A, During theinitial stage of processing, a customer 82 indirectly interacts with anagent 81 through the execution of an initial script 83. The purpose ofthe initial script 83 is to populate a standard form 84 with generalinformation regarding the nature of the call. Upon reviewing the form84, the agent 81 executes, via the agent application 43, one or moreadditional scripts 87 to provide problem resolution or troubleshootingand to receive further information via additional forms 88. Finally, theagent, via the agent application 43, generates a resolution form 86 thatis used as parameters to a closing script 85, which is executed forplayback to the customer 82 to complete the call.

In the described embodiment, each form 84, 86, 88 is structured as adata containment object that stores data relevant to the agentapplication 43. Preferably, each data containment object is maintainedas a binary large object (BLOB) interpretable by each agent application43 based on business requirements. Significantly, the use of scripts,forms and agent interaction enables a non-linear execution path throughproblem resolution and troubleshooting. As necessary, an agent, throughthe agent application 43, can manually enter data into a form andprogressively modify the sequence of problem resolution andtroubleshooting. The amount of manual agent intervention follows fromthe sliding control 64 implemented in the MPACT system 30, as describedabove with reference to FIG. 4.

Referring back to FIG. 3A, the script engine 32 executes each script 49,which incorporate the grammar 33. By way of example, a sample grammarfor use in the described embodiment is provided in Appendix A. Otherforms of grammars and scripting languages could be used, as would berecognized by one skilled in the art.

Resource Manager

The resource manager 40 provides scalability, load balancing andredundancy in large systems comprising multiple speech recognitionengines 36, text-to-speech engines 37, and telephony interfaces 35. Inthe described embodiment, the messaging server 31 has a built-in simpleresource manager 40 (not shown) to manage multiple agent applications 43operating in smaller call capacity systems.

Using an administration application that controls the resource manager40, an administrator can set and configure the system while operational.The resource manager 40 enables the administrator to add or removeservers and to reroute connections between different components, forinstance, between telephony interface 35, messaging server 31 and agentapplication 43.

Audio Cache

The audio cache 38 provides a centralized repository in whichpre-recorded “canned” sound bites are stored for efficient playback.These sound bites provide both informational and navigational messagesto all callers and standardized synthesized speech utterances for use inscripts and repetitive agent actions. The sound bites in the audio cache38 are retrievable by the telephony interface 35, text-to-speech engine37 and agent application 43.

System Configuration and Capacity

In a typical system, different components run on separate machines. Atypical medium-sized system consists of one server running a telephonyinterface 35 and messaging server 31, a separate server for the speechrecognition engine 36, another server for the text-to-speech engine 37,and a fourth server for the log, agent profile, and agent applicationdatabases 44, 45, 46, respectively. Alternatively, a minimal system runsall the components on a single server, along with an agent application43 on an integrated agent console 39.

In the described embodiment, each medium-sized system configuration is“24×6,” meaning that the system can handle 24 simultaneous calls and caninterface with six human agents. A minimal system configuration is“4×1,” that is, four simultaneous calls with one human agent, while alarge system configuration is “96×24,” that is, 96 simultaneous callsand 24 human agents. Through the resource manager 40, an aggregation ofthe above-described configurations enables much larger call capacitysystems.

By mixing proprietary technologies and existing systems, the MPACTsystem 30 reduces the average call time by 30%, increases agentefficiency up to four-fold, and significantly improves customersatisfaction.

Method for Providing a Message-Based Communications Infrastructure

FIG. 8 is a flow diagram showing a method for providing a message-basedcommunications infrastructure 100 for automated call center operation,in accordance with the present invention. The method is executed by theMPACT system 30 and individual operations are executed by the variouscomponents, specifically described below. During regular operation, theMPACT system 30 processes multiple simultaneous calls, which are handledby one or more agents executing agent applications 43 on an agentconsole 39 (shown in FIG. 1).

Generally, the method 100 proceeds by iteratively processing each callin a continuous processing cycle. During each cycle, a call is received(block 101) and assigned to a session (block 102) by the session manager47 (shown in FIG. 3A), as further described below with reference to FIG.9. Next, the session is processed (block 103), as further describedbelow with reference to FIG. 10. Following session processing, the callends (block 104) and further call are processed (block 105) until theMPACT system 30 is shut down or no further calls are received. Themethod then terminates. In the described embodiment, the MPACT is amulti-threaded system, employing multiple threads, which eachindependently execute the method 100.

FIG. 9 is a flow diagram showing a routine for signing a session 110 foruse in the method 100 of FIG. 8. The purpose of the routine is toinstantiate a new session object for processing by an agent application43 (shown in FIG. 3A) and to subsequently assign the instantiatedsession to an agent operating on an agent console 39.

Initially, if any agent is available (block 111), one of the agents ispicked as the assigned agent (block 112) and the new session is created(block 113). Subsequently, the selected agent is assigned to thenewly-created session (block 1114). The routine then returns. If noagents are available (block 111), the customer is presented with theoption of interfacing to a non-agent (block 115), that is, an automatedvoice response system, which provides the information specificallyrequested by the customer (block 116), after which the routine returns.Otherwise, if the customer prefers an agent (block 115), the customerenters into a waiting queue (block 117) until an agent becomesavailable.

Note that both the customers and agents can be prioritized usingpredefined selection criteria. For instance, customers who have enrolledin premium support service can received a higher priority in the waitingqueue than other customers. As well, specialized problem-resolutionagents can be prioritized for servicing particular customer needs forconsideration during selection of agent assignment.

FIG. 10 is a flow diagram showing a routine 125 for processing a session120 for use in the method 100 of FIG. 8. The purpose of the routine isto iteratively store and forward messages using the message queue 48(shown in FIG. 3A). Other forms of queueing and message handling andprioritization are possible, as would be recognized by one skilled inthe art.

During each iteration, the session manger 47 (shown in FIG. 3A) waitsfor a message, either a user message or agent message (block 121). Uponreceipt, the message is placed in the message queue 48 (block 122) andthe recipient of the message is notified (block 123). If the message isa user message being sent to an agent (block 124), the message isprocessed by the agent assigned to the session to which the user messagecorresponds (block 125), as further described below with reference toFIG. 11. Iterative processing continues with each subsequent message(block 126), after which the routine returns.

FIG. 11 is a flow diagram showing a routine for processing a session byan agent 130 for use in the routine 125 of FIG. 10. The purpose of theroutine is to facilitate the interaction between an agent and customerthough an agent application executing on an agent console 39 (shown inFIG. 3A).

First, the notification message is displayed (block 131) on thegraphical user interface 90 (shown in FIG. 7) of the agent application43. As necessary, the agent sends agent messages to the customer fromservice provider or script engine 32 (shown in FIG. 3A) to provideappropriate handling of the user message (block 132). If the sentmessage consists of a request to execute a script 49 (block 132), themessage is further processed by the script engine 32 (block 134), asfurther described below with reference to FIG. 12. The routine thenreturns.

FIG. 12 is a flow diagram showing a routine for processing a session bya script engine 140 for use in the routine 130 of FIG. 11. The purposeof this routine is to iteratively process each script execution requestusing the script engine 32 on behalf of requesting agent applications 43(shown in FIG. 3A).

Each message thread is iteratively processed (blocks 141-146) asfollows. During each iteration (block 141), the notes field of eachmessage is retrieved (block 142) and, if a script execution request isfound (block 143), a script 49 is executed (block 144), as furtherdescribed below with reference to FIG. 13. Otherwise, if no scriptrequest is present (block 143), no operation occurs (block 145).Processing continues with each additional message thread (block 146),after which the routine returns.

Although described above with reference to the linear processing of ascript in sequential order, agent intervention in script processing isfully supported. The agent continues to monitor the progress of thescript execution by observing user responses and can intervene asnecessary to accommodate a non-scripted response. For example, the usermay provide a tangential response to a question in the script requestingspecific information. The agent would read the user message and alterthe course of script processing to accommodate the tangential responseto the sliding control 64 (shown in FIG. 4).

FIG. 13 is a flow diagram showing a routine for executing a script 150for use in the routine 140 of FIG. 12. The purpose of this routine is toperform standard retrieve-and-interpret script instruction execution, asis known in the art.

First, each instruction is retrieved (block 151) and executed (block152). In the described embodiment, instruction execution follows from aninterpretable stored grammar 33 (shown in FIG. 3A) and as provided, byway of example, in Appendix A. If the executing instruction is a “Quit”instruction (block 153), the script execution terminates and the routinereturns. Otherwise, script processing continues with the nextinstruction (block 154).

While the invention has been particularly shown and described asreferenced to the embodiments thereof, those skilled in the art willunderstand that the foregoing and other changes in form and detail maybe made therein without departing from the spirit and scope of theinvention.

APPENDIX To specify an alert message string, use:  ALERT string Tospecify an unconditional branch to label, use:  GOTO label To specify aconditional cond branch to label, use:  IF cond THEN GOTO label Tospecify a label string for a branch, use:  LABEL string To terminateexecution, use:  QUIT To specify a synthesized speech utterance string,use:  SAY string To specify a script name string, use:  SCRIPTNAMEstring To specify a variable name varname, use:  SET varname To specifya subscript scriptname, use:  SUBSCRIPT scriptname To specify a waitcondition string, use:  WAITFOR string <YES|NO|DATE|PHONENUM|CUSTID>

What is claimed is:
 1. A system for processing calls in a call center,comprising: a call session assigned from a caller via a session managerand comprising incoming text messages of a verbal speech stream; anagent console coupled to the session manager and configured to visuallypresent the incoming text messages progressively throughout the callsession to a live agent; a customer support scenario interactivelymonitored and controlled by the live agent via the agent console toprogressively process the incoming text messages; automated scriptexecution to process the incoming text messages in concert with the liveagent; a text-to-speech converter configured to convert outgoing textmessages into a synthesized speech stream; and an output moduleconfigured to send the synthesized speech stream via the agent consoleto the caller.
 2. A system according to claim 1, further comprising: acontrol module configured to continuously adjust the customer supportscenario monitoring and controlling and the automated script execution.3. A system according to claim 1, comprising: at least one actionexecuted on the agent console specified by the live agent during thecall session.
 4. A system according to claim 3, further comprising: aplurality of scripts executed in the call session responsive to one suchlive agent action.
 5. A system according to claim 1, wherein thecustomer support scenario each comprise a grammar andquestion-and-answer dialogues submitted as the outgoing text messages.6. A system according to claim 4, further comprising: a script moduleconfigured to provide one or more forms by one or more of the scriptsand to complete the forms with information provided by the caller as theincoming text through one of the customer support scenario monitoringand controlling and the automated script execution.
 7. A systemaccording to claim 1, further comprising: a plurality of call sessionsreceived from the session manager; and an active session module controlto designate one of the call sessions as an active session, wherein onlythe active session responds to live agent actions.
 8. A system accordingto claim 7, wherein the automated script execution progressivelyprocesses the other call sessions.
 9. A system according to claim 7,wherein the active session module designates another of the callssessions as the active session through one of live agent selection,automatic, and alert.
 10. A system according to claim 1, furthercomprising: an audio module configured to provide the incoming stream ofverbal speech from the caller to the live agent upon demand.
 11. Asystem according to claim 9, further comprising: a database configuredto store the incoming stream of verbal speech from the caller for laterplayback to the live agent.
 12. A method for processing calls in a callcenter, comprising: assigning a call session from a caller via a sessionmanager and comprising incoming text messages of a verbal speech stream;visually presenting the incoming text messages progressively throughoutthe call session to a live agent on an agent console operatively coupledto the session manager; progressively processing the incoming textmessages through a customer support scenario interactively monitored andcontrolled by the live agent via the agent console; processing theincoming text messages through automated script execution in concertwith the live agent; converting outgoing text messages into asynthesized speech stream; and sending the synthesized speech stream viathe agent console to the caller.
 13. A method according to claim 12,further comprising: continuously adjusting the customer support scenariomonitoring and controlling and the automated script execution.
 14. Amethod according to claim 12, comprising: executing on the agent consoleat least one action specified by the live agent during the call session.15. A method according to claim 14, further comprising: executing aplurality of scripts in the call session responsive to one such liveagent action.
 16. A method according to claim 12, wherein the customersupport scenario each comprise a grammar and question-and-answerdialogues submitted as the outgoing text messages.
 17. A methodaccording to claim 15, further comprising: providing one or more formsby one or more of the scripts; and completing the forms with informationprovided by the caller as the incoming text through one of the customersupport scenario monitoring and controlling and the automated scriptexecution.
 18. A method according to claim 12, further comprising:receiving a plurality of call sessions from the session manager; anddesignating one of the call sessions as an active session, wherein onlythe active session responds to live agent actions.
 19. A methodaccording to claim 18, further comprising: progressively processing theother call sessions through the automated script execution.
 20. A methodaccording to claim 18, further comprising: designating another of thecalls sessions as the active session through one of live agentselection, automatic, and alert.
 21. A method according to claim 12,further comprising: providing the incoming stream of verbal speech fromthe caller to the live agent upon demand.
 22. A method according toclaim 21, further comprising: storing the incoming stream of verbalspeech from the caller for later playback to the live agent.
 23. Acomputer readable storage medium comprising code for performing themethod of claim
 12. 24. An apparatus for processing calls in a callcenter, comprising: means for assigning a call session from a caller viaa session manager and comprising incoming text messages of a verbalspeech stream; means for visually presenting the incoming text messagesprogressively throughout the call session to a live agent on an agentconsole operatively coupled to the session manager; means forprogressively processing the incoming text messages through a customersupport scenario interactively monitored and controlled by the liveagent via the agent console; means for processing the incoming textmessages through automated script execution in concert with the liveagent; means for converting outgoing text messages into a synthesizedspeech stream; and means for sending the synthesized speech stream viathe agent console to the caller.